Returns and Cancellations Policy




This website is operated by The Town Bike. Throughout the site, the terms “we”, “us” and “our” refer to The Town Bike. The Town Bike offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.


We agree to provide all customers with rental equipment that is in working order. If any equipment is hired to customers with a minor fault or defect, we will point this out and note on documentation so you are not held responsible on return. If you believe you have been provided substandard equipment you must inform us immediately to ensure you are not held responsible for the imperfection.

You also agree not to lend the equipment hired from us to any third party during the rental period. We agree to lend equipment to you – our customer – for your sole use only.

When you rent equipment from us, you are subject to these guidelines. If any equipment is damaged as a result of misuse and disregard for these processes, you will be charged full repair and/or replacement costs of the goods damaged directly.


When you rent equipment through us, Visa or Mastercard credit card details must be supplied (card number, name as it appears on card, expiry date and CSV code).

Excess is held in the form of a credit card pre-authorisation and no charges are applied to the card unless additional charges need to be passed on to you directly.

The full excess payable is NZ$2500 if the bike is damaged beyond repair, lost or stolen. You can choose to buy down the excess to a more manageable NZ$500 by paying an extra NZ$5 per person, per booking, per day.


All customers are subject to our cancellation policy, which is strictly enforced throughout the year. Last minute changes made may be subject to additional charges. Additional charges will be billed directly to you.

If you decide to cancel your booking with us, you will be subject to the following policy:

Cancellation fees

The following cancellation fees will apply to all customer bookings, regardless of the reason why the cancellation has been requested:

    • 10 days or more before rental booking: we will provide a full refund of the total owing.
    • Less than 5 days before collection date: we will charge the full amount owing.

Confirmation of Cancellation

Once you have cancelled a booking, we will send an email confirmation.

If the email address has changed since the booking was originally made, you will need to supply us with the new address so the cancellation can be confirmed in writing.

We will not be held responsible for cancellation confirmation emails not received by the customer due to invalid or expired email accounts.


Customers must be aware that any damage caused to the equipment you hire will be charged to your nominated credit card and will be based upon published repair estimates.

Additional charges will appear on your nominated credit card within six weeks of returning the damaged goods to us.

Some additional charges include:

  • Lost, stolen or damaged helmet: $100
  • Lost, stolen or damaged bike lock: $50
  • Lost, stolen or damaged emergency repair kit, in whole or part: $50
  • Lost, stolen or damaged bike light: $50